Study Details
As the product quality gaps among automakers narrow, the retail experience remains an area of differentiation. Manufacturers and dealers have the ability to generate long-term customer loyalty based on the quality of their sales experience.
The J.D. Power Canada Sales Satisfaction Index (SSI) Study℠ provides a comprehensive, brand-level analysis of the new-vehicle purchase experience from the customer perspective.
From the ability of dealerships to manage the sales process, to product presentation, price negotiation, the finance and insurance process and final delivery, the delivered recommendations for improving the sales process are directly derived from customer feedback on their experiences, expectations and needs.
The Benefits
Study subscribers will be equipped to understand:
- Influential reasons for visiting and purchasing from selling dealer
- Digital retailing behaviors, interactions and associated satisfaction
- Shopping behavior—including via email, text, phone and chat
- Demographic profiles of buyers and rejecter
- Time spent at dealership during the purchase process
- Key salesperson and dealer staff performance metrics
- Vehicle delivery performance, including salesperson’s explanation of vehicle features
- Linkage between purchase experience and dealer gross
- Dealership and brand advocacy measures and future brand and dealer repurchase intentions
- Reasons for rejecting other dealerships shopped
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